Company Benefits from Use of Verint Workforce Optimization
and Customer Analytics Software, Heightening Service Quality and
Enhancing Enterprise Operations
Verint® Systems Inc. (Nasdaq: VRNT) today announced
that QVC Japan Ltd., a leading Japanese television shopping channel
company, is leveraging Verint Workforce Optimization™ in its
in-country contact centers to drive operational improvements, as
well as enhance the quality of calls and productivity of its
customer service agents. QVC is also using and benefitting from
Verint Speech Analytics™, which continues to play an important role
in its focus on customer engagement.
Having used the Verint Workforce Optimization and Customer
Analytics solutions for three years, QVC Japan Ltd. is capturing,
analyzing and acting on feedback from its customers to help ensure
consistency in its service approach, deliver positive experiences,
and achieve the high quality standards it has set for its
business.
“QVC Japan was the first operation in the QVC global network to
implement Verint’s workforce optimization and analytics solutions,
and based on our positive results, we have gained a lot of
attention. In particular, the combination of quality management and
speech analytics helps us determine how best to maximize customer
and other business insights coming into our operations and then
apply them to new measures,” says Mr. Masukawa, customer experience
manager, QVC Japan. “Understanding the true voice of our customers
is precious and critical information for determining the right CX
strategy and actions. We believe our customer experience team is
making great strides meeting customer and market expectations in
collaboration with Verint.”
The QVC quality team was the first to introduce workforce
optimization and speech analytics to the organization. In doing so,
the business has increased quality scores, while enhancing
productivity across its teams. Upon experiencing these results, QVC
Japan’s customer experience division implemented the Verint Speech
Analytics solution. By leveraging the data and valuable insights
from the voices of its customers, the organization says it is
better able serve them, meet their expectations, and develop and
launch compelling marketing initiatives and campaigns.
“QVC Japan is committed to improving customer service and
operational efficiency,” says Olivier Georlette, vice president,
Japan and Korea, Verint. “The success it has already experienced
with Verint’s solutions is a tribute to the company’s dedication
and willingness to hear and understand the voice of the customer,
as well as streamline processes across operations. Together, Verint
and QVC can help break organizational silos, creating an
omnichannel environment to improve each customer’s journey.”
About QVC
QVC (“Quality, Value, Convenience”) is an American cable,
satellite and broadcast television network, and multinational
corporation specializing in televised home shopping that is owned
by Liberty Interactive. Founded in 1986 by Joseph Segel in West
Chester, Pennsylvania, United States, QVC broadcasts to more than
350 million households in seven countries as QVC US, QVC UK, QVC
Germany, QVC Japan, QVC Italy, QVC/CNR (China) and QVC France.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, more than 10,000 organizations in 180
countries—including over 80 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® at www.verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2016, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2016, and other
filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
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Industry Information:Verint
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